"How May We Help You?" - Using Teaching and Training in Customer Service

The Instructional Support and Training (IST) team was strategically established a little more than 3 years ago to provide customized support to faculty on the more technical aspects of their teaching and to serve in a concierge role for CITL. IST utilizes a "let's teach you how to fish" strategy to both educate and empower their clients. For clients who approach CITL only with discrete problems to be solved, IST acts as a help desk to react quickly and efficiently. With clients who want to know the "how and why", IST becomes more proactive by providing personalized instruction/training and ongoing support to meet and, often times anticipate, the needs of CITL's stakeholders. Importantly, IST is the ultimate demonstration of how establishing a dedicated and focused client support team improves relations with clients and allows other teams within the unit to focus on their primary duties.